Agenda Agenda

Customer Response Summit San Diego
Manchester Grand Hyatt, San Diego
Agenda
Pre-Conference
8:30am-5:00pm
ICMI Training
5:30pm-7:30pm
Welcome Reception & Registration
Agenda
Main Conference
6:00am Run the Marina
February 3-5th, 2014
Monday February 3rd, 2014
Day 1
Tuesday February 4th, 2014
Rise and Shine!
Join us for a non-competitive, non-structured, scenic run along the beautiful Marina. Run/Walk/Jog- just come out and enjoy the sunshine of San Diego!
7:30am-8:15am
Registration and Breakfast
8:15am-8:30am
Conference Chair Remarks
8:30am-9:30am
Keynote - Amazon’s Latest Customer Obsession — The Mayday Button
• Learn about Amazon’s latest customer innovation: the all new “Mayday Button” on the Kindle Fire HDX
• Hear about how Mayday helps Amazon bring support to the customer
• Discover how Amazon uses the “working backwards” approach to deliver what customers want
Amazon is certainly a company that is well-known for obsession over customers. With the ambitious mission of being “Earth’s Most Customer-Centric
Company,” Amazon’s customer service team is at the heart of that effort. In this keynote, Tom Weiland, Amazon’s global vice president of customer
service, will discuss how Amazon uses a “working backwards” approach to deliver what customers want. You’ll hear about Amazon’s latest innovation, the
Mayday Button, which brings Amazon’s award-winning customer service directly to the customer on the Kindle Fire HDX tablet. With Mayday, customers
can interact directly with a technical advisor on their device, using innovative video and screen-share technology. Mayday is the latest innovation from a
company that continues to push the boundaries by inventing new ways to deliver world-class customer service.
Tom Weiland
Vice President of Global Customer Service
Amazon
9:30am-10:30am
Corporate Insights Panel
Join us for an in-depth discussion with our Corporate Advisory Board as we explore the key findings from the 2013 Corporate Insights Study. The panel
will discuss how the connected consumer and emerging channels have reshaped their service organizations through better measurement of strategic KPIs,
new and revised processes, collaboration across the organization and much more. Our panelists will describe the impact of the connected consumer on
their 2014 Customer Experience roadmaps and continued strategies for 2015.
Panel continues on page 2
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Customer Response Summit San Diego
Manchester Grand Hyatt, San Diego
Agenda
digital roots
Main Conference
digital roots
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Day 1
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Tuesday February 4th, 2014
Panel Moderator - Jason Wolcott
President
Digital Roots
digital roots
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digital roots
Gregg E. Stallwood
Senior Vice President, Customer Care
HSN
February 3-5th, 2014
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digital roots
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digital roots
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Janet Bailey
Director, Customer Contact Operations
Global and Americas Operations
Starbucks
Sally McMahon
Vice President Channel Management
SiriusXM
10:30am-11:00am
Networking Break
11:00am-12:15pm
Voice of the Customer Analytics in Action: Ready.. Set.. Enable… Go
Maximizing customer satisfaction and increasing revenue, while minimizing the cost of delivering an outstanding customer experience, are top
corporate objectives today. Learn how McKesson, America’s oldest and largest healthcare services company, went about driving results with speech
analytics, including the initial call studies it performed to generate quick wins.
Key
•
•
•
Take-Aways:
Strategies that helped deliver excellence across McKesson including deep dive studies and the analytics enablement process
Lessons learned: discussion of overall analytics strategy success factors and pitfalls with your peers in group breakout sessions
Measurement techniques and associated metrics relevant to operations and customer experience professionals- at least one or two ideas you can use!
Panel Moderator - Greg Sherry
Vice President Marketing
Verint Systems
Dale Davis Contact Center Effectiveness
McKesson
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Customer Response Summit San Diego
Manchester Grand Hyatt, San Diego
February 3-5th, 2014
Day 1
Agenda
Main Conference
12:15pm-1:15pm
Lunch
1:15pm-2:15pm
hannel Preference Management and Learning to Identify Your C
“Business Moments”
Tuesday February 4th, 2014
Voice…Web…Chat…Social…Mobile…the interaction channels keep piling on. How are companies maintaining an exceptional Omni-channel customer
experience within each of these channels and between them? Customers don’t want siloed communications. They demand a single continuous
conversation with the companies they do business with. The businesses that will win will make the most of “each business moment” or “moments of
truth” – engaging each customer with the right information, right resource and right channel to drive sales and profits, and ultimately a higher NPS.
• Knowing who someone is when they reach a contact center (e.g. via a database dip via contact center software to existing CRM systems)
• Servicing them according to their preferred channel (e.g. confirming an order via a text message)
• Routing them to the agent or business worker who can best help them (e.g. a bank’s high net-worth client routed to her advisor bypassing
the IVR or routing a patient to their “Health Concierge”)
• Maintaining context as customers switch between channels (e.g. should a gold customer who has been chatting on a website ready to buy
have to enter a “dumb” IVR when they want to engage the company via the company’s mobile app?)
Mobile has presented an additional layer where all of these channels actually converge, with the mobile device providing an entry point to multiple
channels. Customers can opt for self-service or assisted service and don’t distinguish between the touch points. With mobile, the expectation is
that companies know who we are and where we have been as soon as we engage – a true cross-channel, continuous conversation between company
and customer.
Ian Jacobs
Customer Experience Evangelist
Genesys
Bruce Withers
Vice President and Product Manager Retail Mobile
Wells Fargo
David Geppert
Senior Vice President, Engagement Services
Cengage Learning
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Customer Response Summit San Diego
Manchester Grand Hyatt, San Diego
February 3-5th, 2014
Day 1
Agenda
Main Conference
2:15pm-3:15pm
Customer Experience Meet-Ups
Tuesday February 4th, 2014
Select from one of the topics below and join the moderator led conversation to share ideas and experiences with like-minded peers in Customer Experience.
Session:
TBA
Session:
Why Do We Hurt the Ones We Love? Customer Service Costs and Customer
Retention Profits in an Omni-Channel World
Facilitated by:
Synopsis…
Organizations strive to delight customers, but cross-channel interactions,
organizational challenges, and hidden profits and losses stifle innovations
in customer experience and hurt customers. What are your customer
experience life cycles across channels, and what are your profits and losses
of customer pleasures and pains? Join the discussion as we explore dreams
and realities in Omni-Channel Customer eXperience.
Wes Hayden
CEO
Virtual Hold Technology®
Facilitated by:
Andy Middleton
Solutions Director
Customer eXperience Management (CXM)
Performance Technology Partners (PTP)
Session:
How to Build The Social Customer Service Business Case
Synopsis…
Today, 1 out of 5 consumers[1] is using social media to communicate with
customer service. Many leading customer service organizations realize the
importance (and power) of social media. However, organizations are still
struggling with the business case for Social Customer Service. This is
understandable given that integrating social media in your customer service
is no easy task, and requires financial and human resources. So how do you
go about building the right strategy for Social Customer Service? You need an
integrated customer service strategy (that leverages social media) to match
your company’s business needs and goals. In this session, we’ll explore the
are three major objectives that companies should consider for leveraging
social media in their customer service organization in order to build a strong
business case and exceed customer service goals.
Facilitated by:
Session:
TBA
Synopsis…
TBA
Facilitated by:
Jason Woo
Senior Product Marketing Manager
LiveOps
[1]
TBA Middleton
Andy
Solutions Director
Customer eXperience Management (CXM)
Performance Technology Partners (PTP)
American Express Customer Service Barometer
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Customer Response Summit San Diego
Manchester Grand Hyatt, San Diego
February 3-5th, 2014
Day 1
Agenda
Main Conference
3:15pm-3:30pm
Networking Break
3:30pm-5:00pm
Keeping Service in “Self – Service”
Tuesday February 4th, 2014
A highly engaging group exercise where 4 teams will challenge one another to create the best Customer Support Strategy for a self-service kiosk.
With the collective knowledge and experience of your group; you will discuss, debate and formulate a strategy to select and integrate new channels
that will drive the highest customer satisfaction, loyalty and ROI for our self-service kiosk.
Outcomes
• Reinforce the importance of knowing your customer in order to define your Customer Support Strategy
• Determine the service opportunities and gaps from the eyes of your customer
• Develop possible support strategies that are available within new emerging channels
• Prioritize channel selection to deliver the highest customer satisfaction, loyalty and ROI
Maria Stipp
Chief New
Venture Officer
ecoATM
5:00pm-7:00pm
Kathryn McGavick
Corporate Vice President,
Customer Support
Outerwall
Speed Dating
A fun and interactive environment where attendees and leading industry business partners connect to help identify needs and service offerings to meet the
demands of the Connected Consumer.
7:00pm-10:00pm
Networking evening
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Customer Response Summit San Diego
Manchester Grand Hyatt, San Diego
February 3-5th, 2014
Agenda
Main Conference
9:00am-10:00am
Shifting Culture and Strategy to Ensure Customer Success.
Day 2
Wednesday February 5th, 2014
Nationwide, a Fortune 100 company, operates in an increasingly competitive insurance and financial services industry. To stand apart from the
competition, Nationwide focuses on providing each member with an exceptional customer experience. Vice President, Chief Customer Advocate, Jasmine
Green serves as a champion for customers across the entire range of Nationwide’s business lines. She has worked tirelessly to ensure that the company
delivers its On Your Side® promise with every customer interaction. Jasmine will discuss:
• Customer Centricity at Nationwide
F Based upon our corporate strategy and mutual heritage (Murray Lincoln, Relationship-based company)
F Associates (education & training, On Your Side® Actions)
F Members (On Your Side® Pledge)
• Creating strategies to increase associate recognition in the area of customer advocacy
F Associates (I Care and Bravo)
• Driving Business Value Through Customer Experience
F Acting on and incorporating Customer Feedback (Gallup, CEM, Vendor Data, Top 5 Opportunities and Challenges)
F The importance of building partnerships with business units to help enhance customer service
F Collaborating with business units to improve service recovery
F Social Media
- Management and Response
- Incorporating feedback from social
• Success Stories to Demonstrate the On Your Side® customer promise
Jasmine Green
Vice President, Chief Customer Advocate
Nationwide Insurance
10:00am-11:00am
Crafting Global Customer Service Strategies
An interactive discussion about developing international customer service strategies that leverage technology and personalization to execute locally from a
central planning organization. Multi-modal customer service provides increased opportunities to get closer to consumers, with segmented service models that
engender loyalty.
Dan Balistierri
Vice President, Global Service & Experience
MasterCard Worldwide
11:00am-11:30am
Networking Break
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Customer Response Summit San Diego
Manchester Grand Hyatt, San Diego
February 3-5th, 2014
Day 2
Agenda
Main Conference
11:30am-12:30pm
Building A Next Gen Customer Service Model
Wednesday February 5th, 2014
No doubt, customers are more empowered, connected and demanding than ever before. They contact you via twice as many channels, want a response in
half the time and your company is expecting you to deliver it all at a third less the cost. How are you going to scale to meet these demands while retaining a
satisfied and loyal customer? Join our panel as we discuss the customer service model of the future and how social technologies can be used to play offense
and not defense. We will envision a 2017 model that ponders:
• What % of contact will come through what channels
• What the agent of the future looks like
• How to leverage the power of the crowd • What is the role of community and trusted content
Panel Moderator - Katy Keim
CMO
Lithium
Phil Petescia
VP of Customer Service
Sony
Chris Purpura
VP of Member Care
HauteLook
Georgia Eddleman Little
VP Customer Care
ADT Fire & Security
12:30pm-1:30pm
Lunch
1:30pm-2:30pm
ulti-Channel vs. Omni-Channel – What is the difference and what is
M
the impact to your customer care strategies?
• The definition of Omni channel (OC)
• The challenges of implementing a OC strategy
• The customers’ expectation of the OC experience?
• How do you organize your business processes to satisfy that desired experience?
Panel Moderator - Bruce Pollock
VP Strategic Growth and Planning
West Interactive
Panel continues on page 8
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Customer Response Summit San Diego
Manchester Grand Hyatt, San Diego
Agenda
February 3-5th, 2014
Day 2
Main Conference
Wednesday February 5th, 2014
Jeff Mango
Vice President - Consumer and Business Intelligence
Verizon
Andrew Pine
General Manager, Customer Relations
Porsche Cars North America
2:30pm-3:30pm
Best Practices for Customer Experience Design
Hear and engage with our Customer Experience Design experts on topics like:
• The importance of a customer experience vision
• Using VoC data & operational data to prioritize design efforts
• Mapping the customer experience journey
• Using employee and customer co-creation in design efforts
• Predicting and measuring effects of design efforts
Panel Moderator - TBA
Dann Allen
Vice President,
Customer Experience Management
Bank of the West
Peter Andrews
Vice President, Global Customer Operations
Hotels.com
Expedia
Jim Ferron
Customer Experience Executive
Nintendo
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